FAQ

• 24-hour / 7-day per week bilingual French/English on-line and telephone support, including managing repair services through a Certified Service Network
• Mechanical defects not covered by the manufacturer’s warranty;
• Malfunction caused by a Power Surge;
• Replacement of Your Product if we can’t repair it
• On-Site Repair Benefit for select Products
• Global Coverage Benefit                                                                                   

For TVs:
• Repair for burn-in and ghost imaging
• Pixel burnout coverage based upon manufacturer’s guidelines or up to 3 dead pixels, if not specified by the manufacturer
• Repair of blown speaker components not due to intentional abuse or misuse for speakers covered under the Plan
• Setup and calibration, if your TV needs to be replaced, and your original purchase included a Geek Squad setup and/or calibration service

If your Protection Plan covers Physical Damage, it also includes:
• Coverage for up to two (2) incidents of physical damage or liquid resistance failure
• Best Buy Loaner Program during repairs                                                           

For Fridges and Freezers:
Reimbursement for spoiled food up to $300;                                                     

For Washers and Dryers:
Reimbursement for laundry expenses up to $50, if your appliance is out of service for more than 7 consecutive days                                                                     

For Cell Phones:
Five Service Requests per contract term inclusive of two physical damage Service Requests and one user replaceable battery Service Request
Coverage for all of the Accessories that came in the original packaging

• Please refer to the Program Terms and Conditions for the details of your coverage, limitations and exclusions, which you can find in the Best Buy Membership, Protection, and Geek Squad Terms and Conditions page.
• If you elected to extend your Protection Plan, please refer to Addendum I for your coverage details during the Extension period.

• Loss or theft
• Loss of data and/or data recovery
• User-replaceable batteries
• Malfunction or damage due to negligence, misuse, abuse, vandalism, or intentional physical damage
• Catastrophic damage including, but not limited to, being crushed, penetrated, bent, falling from heights such as balconies or windows, being run over, falling from moving vehicles, and liquid immersion/submersion not in accordance with the manufacturer’s guidelines

• For small appliances and electronics*, simply take your defective product to your local Best Buy store** for assistance!
• TVs larger than 32”, major appliances and over-the-range microwaves will be inspected, diagnosed and repaired at your address*** by a certified service technician
• Laptops, Tablets, Gaming Consoles, Digital Cameras, Apple Watches and cell phone repairs are conducted at our Repair Centres.

You can start a service request for most products right here on our Portal. Please see the “File a Service Request” section of the FAQ.
^* Certain products covered by a Best Buy Protection Plan must be brought to a Best Buy Canada store so that they can safely be shipped to a manufacturer authorized service centre on your behalf. These products include (but are not limited to) Speakers, Sound Bars and Home Theatre Audio Products, Home Theatre Audio/Video Receivers, Large Vacuums, Counter-Top Microwaves, Desktop & All-In-One Computers.

^** Please note that ONLY Best Buy Canada stores are able to provide in-store service for your product. Best Buy Express or Best Buy Mobile locations are NOT able to assist at this time.

^*** If you live beyond a 60km radius of a Best Buy store, or in an area not accessible by municipally maintained roads, your Service Request may be processed under the Global Coverage Benefit or on a carry-in basis at a Best Buy Canada store

• If you live beyond a 60km radius of a Best Buy store, or in an area not accessible by municipally maintained roads, your Service Request may be processed under the Global Coverage Benefit.
• Please note that this Benefit is available on a limited basis and at our sole discretion, so you must obtain repair authorization from us PRIOR to any work being done.
• You will be reimbursed for any authorized charges paid by you to the service provider.

In that case, we will replace it!
Appliances, TVs and electronics: an associate from your nearest Best Buy Canada store will contact you to facilitate a replacement.
Cell Phone devices: we will send you a replacement at no additional cost.

• Please refer to Best Buy Membership, Protection, and Geek Squad Terms and Conditions page for the full Service Fee schedule of your specific Plan.
  A Service Fee applies to:
  Cell Phones: Physical Damage Service Requests at any time during the Term of your Plan, and to all Service Requests after the manufacturer’s warranty period.
  TVs and Electronics*: Physical Damage Service Requests at any time during the Term of your Plan
  Appliances: No Service Fee will apply. 
  *For Protection Plans with Physical Damage only.

It is a no fee, full replacement guarantee! If your product is found defective under normal usage, you get a replacement gift card for the original purchase price, including taxes. All accessories in the original package are included in the coverage.
Replacement Plans are available for:
• Portable Gaming Consoles and Gaming Controllers
• Wearables, including Smart Watches and Headphones
• Portable Audio
• Laptops below $300
• Tablets below $300
• Printers
• Digital Cameras below $300
• Action Camcorders below $500
• Car Electronics
• Pre-paid Phones
• TVs below $500
• Baby Monitors
• Universal Remote Controls
• Small Appliances

Visit the “File a Service Request” section of the FAQ to find out how to easily submit a Replacement Service Request online.

• For just 19.99/month, get free tech support, huge savings on protection plans, and more! Discover all the great benefits our Members enjoy on the Best Buy Membership, Protection, and Geek Squad Terms and Conditions page.

• The quality of workmanship of the replacement devices/repairs performed under your Best Buy Protection Plan are guaranteed for 90 days from the date the repair is completed or 90 days from the date we shipped your replacement device. Please start a new online Service Request so we can get you up and running as quickly as possible.

Visit our "Check Service Request Status" page to track the progress of your Service Request. We will also send you emails to keep you updated throughout the Service Request process.

You can submit a Service Request for most products right here on our website. Before you start:

• Have your original Best Buy Canada store or online purchase invoice handy. It will show the product covered by the plan, the Geek Squad Protection Plan you purchased, and the term and/or expiry date of your plan.
• For wireless devices, you will need your IMEI number available for us to reference. The location of your IMEI number is dependent on your wireless device's model and manufacturer. On most wireless devices you can locate the IMEI number by dialing *#06# or by looking in your device's settings. The IMEI number may also be found on the back of the device, on your SIM card tray or under the battery. Please be sure to power down your wireless device before removing the battery.

For certain products covered by a Best Buy Protection Plan, such as small appliances and electronics, you will need to take your defective product to your local Best Buy store for so that they can safely be shipped to a manufacturer authorized service centre on your behalf. These products include (but are not limited to) Speakers, Sound Bars and Home Theatre Audio Products, Home Theatre Audio/Video Receivers, Large Vacuums, Counter-Top Microwaves, Desktop & All-In-One Computers.

Please note that ONLY Best Buy Canada stores are able to provide in-store service for your product. Best Buy Express or Best Buy Mobile locations are NOT able to assist at this time.

If you live beyond a 60km radius of a Best Buy store, or in an area not accessible by municipally maintained roads, your Service Request may be processed under the Global Coverage Benefit or on a carry-in basis at a Best Buy Canada store

Visit our "Check Service Request Status" page to track the progress of your Service Request. We will also send you emails to keep you updated throughout the Service Request process.

A payment confirmation email will be sent to the email address we have on file. The plan number on email confirmation can be referenced if you have payment related questions.

• Your original Best Buy Canada purchase invoice shows the product covered by the plan, the Geek Squad Protection Plan you purchased, and the term and/or expiry date of your Plan

• The quality of workmanship of the repairs performed under your Best Buy Protection Plan are guaranteed for 90 days from the date the repair is completed. Please start a new online Service Request so we can get you up and running as quickly as possible.

• We provide an online Service Request status based on the most recent update we receive from the service repair centre. For the most up-to-date information, you can contact the service repair centre directly. If you are having difficulty reaching the service repair centre, please click here to find out how to contact us to speak directly with the team that supports warranty service plans. They are available 24 hours a day, 7 days a week.

• If you have already scheduled an appointment with a service repair center, it's best to contact them directly to reschedule. If you are having difficulty reaching the service repair centre, please visit our "Contact Us" page to find out how to speak directly with the team that supports warranty service plans. They are available 24 hours a day, 7 days a week

• Sometimes we send a replacement device that has an upgraded memory size, different colour or upgraded model. While we do our very best to match you with a replacement device that is the same as your defective device, we cannot guarantee it. Our priority is to get you back up and running with a fully functioning device as soon as possible.

Firstly, enter the email address and telephone number you provided at the time of purchase on the Portal Home Page.You will receive an email with an access code and a link. Please note that access expires after 15 minutes. You can also use the 4 Part Key and Best Buy Protection SKU located on your purchase receipt. From there, Plans matching your search will be displayed. Choose the Plan and the Product you wish to file a Service Request on and click on "File a Service Request". Then, fill out the Service Request information form, and click "Submit".

• Check the shipping instruction provided with your label - if you submitted more than one Service Request, you must use separate return packages, and confirm that you are using the correct shipping label for each defective product.
• Contact UPS at 1-800-742-5877 to arrange for pick-up or go to www.ups.ca to locate your nearest drop-off location. When calling UPS, it is important to provide the account number indicated on the instruction sheet. This will prevent shipping charges being billed to you.
• Ship your defective product within 20 days of submitting your Service Request.
• Your electronic Best Buy Gift Card will be sent to you at the email address provided within 3-5 business days after shipping your defective product. If you don’t receive it, make sure to check your Junk or Spam folder.
• The Gift Card amount will be the original purchase price plus applicable taxes.

• If you require additional assistance with printing your shipping label, visit the Geek Squad Remote Support page to chat with us.

You can access your billing information and payment history right here on our website!  Enter the email address and telephone number associated with your plan on the Portal Home Page. You will then receive an email with a link and an access code. Please note that access expires after 15 minutes.  You can also use the Global Plan ID/4 Part Key and Best Buy Protection SKU located on your purchase receipt. Plans matching your search will be displayed.

• We will never send you an email or text asking for confidential information. Do not respond to any message requesting confidential information, do not reply or click links or attachments.
• You can also report a suspicious email to the Canadian Anti-Fraud Centre. Visit their website for more information.

• Please visit our "Contact Us" page to find out how to reach us if the website isn't working properly.

Our website does not collect any personal information from your computer. Please review our Privacy Policy if you have additional questions or concerns.

We take information security very seriously. By using encryption as a secure way of coding the information in a file, we make sure that it cannot be read if it is intercepted by an unauthorized third party. That way, your encrypted information can only be read by this website. You can safely access our website using Microsoft Edge, Firefox, Chrome or Safari, as these browsers support the recommended 128-bit key length encryption.

In addition, this website is encrypted using SSL (Secure Socket Layer) encryption. So even when being displayed on your computer screen, access to your information is still restricted. To further help protect your privacy this website will also automatically log you out after 20 minutes of inactivity.

No, JavaScript does not need to be turned on, but enabling it will enhance your browser experience.

Yes, in order to use this web site your browser MUST accept cookies.

If you purchased your Plan more than 30 days ago, you can cancel your Protection Plan on the Portal. Enter the email address and telephone number associated with your plan on the Portal Home Page. You will then receive an email with a link and an access code. Please note that access expires after 15 minutes.

On the Plan Dashboard, select "Cancel my Plan" from the options menu. Make sure to review the many benefits your Plan offers before cancelling, and remember that once the cancellation is processed, your Plan cannot be reinstated.

Contact Purolator at 1-888-SHIP-123 (1-888-744-7123) to arrange for pick-up or go to www.purolator.com to locate your nearest drop-off location.
Please return your defective device within 15 days of receiving your replacement.

Do not return your defective device if it is severely overheating, leaking or visibly swelling. Please contact [email protected] and wait for instructions.

If you submitted Service Requests for more than one cell phone, you must use separate return packages, and confirm that you are using the correct shipping label for each defective device.